AttractionPros Podcast

AttractionPros
  • 5.0 (23)
  • MANAGEMENT
  • UPDATED WEEKLY

AttractionPros brings you into the room with the top leaders, executives, and influencers in the attractions industry, to gain the widest possible perspective of all areas of the industry. Most people are only exposed to the practices of their own organization without seeing how the rest of the industry operates. By following AttractionPros, you will gain the skills and knowledge needed to succeed and learn from the best of the best, whether you are the CEO or just beginning your career.

  1. 2D AGO

    Episode 444: Marah Rodriguez talks about life’s twists and turns, listening and empathy, and women in leadership

    Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   What’s your guest experience strategy?  You probably have a marketing strategy, recruitment strategy, and sales strategy, but what about intentionally turning first-time visitors into loyal advocates?  Liebman Leisure Group helps attractions do exactly that.  From creating a culture of “wow” moments to empowering staff to recover from service failures, great experiences don’t happen by chance.   To schedule a consultation call, visit www.liebmanleisure.com/attractionpros.  Don’t leave your guest experience to chance.  You should be known for creating memorable experiences… on purpose. Marah Rodriguez is the Regional VP of Sales of Mobaro. Marah started in the attractions industry at 16 as a lifeguard at Wet n Wild in Orlando, helped open a wakeboard park, studied communications at UCF with a minor in hospitality management, then took an unexpected detour into HIV prevention work through the American Red Cross and clinics in Florida. After time in advertising sales with AT&T, a connection to a water safety products customer pulled her back into the attractions world, and later joined the Mobaro team in 2021. Mobaro is a digital platform that connects teams like safety, maintenance, and operations in one system, replacing paper processes with real-time visibility into daily tasks and performance insights. In this interview, Marah talks about life’s twists and turns, listening and empathy, and women in leadership. Life’s twists and turns “Life had a different turn for me and I didn't end up getting a job in hospitality in St. Thomas. I actually went and veered off with American Red Cross doing HIV prevention.” Marah’s story is a reminder that career paths in attractions are rarely linear. She shares how early experiences in safety and operations shaped her foundation, but it was the unexpected pivot into public health that stretched her perspective. That chapter was not a detour in hindsight, it became part of the skill set she brought back into business and leadership. She also emphasizes how relationships and reputation can quietly shape your future. Doing good work, staying connected, and being curious led to multiple “full circle” moments, including her return to the industry and later her move to Mobaro after being remembered from a brief conversation at AIMS. Listening & empathy “What I learned and the importance of that sort of work is the importance of listening and having empathy.” Marah frames listening and empathy as practical leadership behaviors, not soft skills. She explains that people can tell immediately when you are not engaged, and that real listening starts with presence, curiosity, and genuine interest in someone’s story. That mindset helps leaders learn faster, build trust, and spot what teams actually need. She connects this directly to sales, too. In her view, sales is not about pushing a product, it’s about understanding what someone is trying to achieve and helping them get there. Whether the goal is safety, professionalism, or efficiency, the best outcomes come from asking good questions, paying attention, and meeting people on their timing, not yours. Women in leadership “We really enjoy having a night we can come together and celebrate our successes and try to support each other.” Marah shares how she has leaned into advocacy through IAAPA’s Women in Leadership Task Force and a growing network of women across amusement parks and attractions. She highlights momentum like expanding educational programming, increasing engagement, and creating more spaces where women can connect, learn, and be seen. Her advice to aspiring leaders is straightforward: get involved earlier than you think you should, believe in yourself, talk to people at every level, and remember that everyone is human. She sees the attractions industry as uniquely approachable, and she encourages women to use that openness to build relationships, confidence, and leadership opportunities.   If you want to connect with Marah directly, she recommends connecting on LinkedIn. You can also learn more about Mobaro at mobaro.com, and you can reach her by email at mr@mobaro.com. This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

    44 min

  2. MAR 3

    Episode 443: David Contreras talks about architecture as entertainment, balancing fantasy and reality, and developing leaders

    Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   What’s your guest experience strategy?  You probably have a marketing strategy, recruitment strategy, and sales strategy, but what about intentionally turning first-time visitors into loyal advocates?  Liebman Leisure Group helps attractions do exactly that.  From creating a culture of “wow” moments to empowering staff to recover from service failures, great experiences don’t happen by accident. To schedule a consultation call, visit www.liebmanleisure.com/attractionpros.  Don’t leave your guest experience to chance.  You should be known for creating memorable experiences… on purpose. David Contreras is the COO of Pistil Consortia. A technical architect by trade, he has practiced architecture since 2006 and is licensed in multiple states and countries, with experience spanning healthcare, hospitality, restaurants, and commercial work. Pistil launched during the height of the pandemic with his wife as majority owner, then grew quickly by earning trust as a startup and specializing in spaces built for fun, leisure, and performance. In this interview, David talks about architecture for entertainment, balancing fantasy and reality, and developing leaders. Architecture for entertainment “It’s like you’re designing fun.” David explains that entertainment design starts with psychology and first impressions, not just drawings. He describes how teams must consider the guest journey from arrival to check-in to how families decide what to do next, while also accounting for safety, accessibility, and operational logistics. He also shares how his healthcare background shaped his approach, since both worlds require precision around equipment, clearances, and flow, but entertainment adds the challenge of building anticipation through what guests see, hear, and feel. Balancing fantasy and reality “You do want it to be the best space that you can possibly create, but you also have the real parameters of budget constraints and money is finite.” David breaks down how “whimsy and wonder” must fit inside real constraints like budget, ceiling height, existing structure, sprinkler lines, ductwork, and the ROI math of square footage. He describes designing with a “kit of parts” mindset, weighing attraction footprints, safety clearances, party room revenue versus dead zones, and food offerings that won’t trigger expensive kitchen requirements. The goal is to place dollars where they have the biggest impact on the experience, especially the arrival moment and the areas guests see most. Developing leaders “The more that I develop leaders, I feel like the better off we are as a group, as a company.” David shares how his leadership approach evolved from highly hands-on mentoring to more delegation as the firm grew. He wants emerging architects to learn by doing, make mistakes, and build decision-making tools they can own. He also frames leadership as guiding clients through an uncertain process, building confidence, and shepherding stakeholders through complex choices that affect operations, cost, and the long-term success of the venue.   To learn more about the company, David recommends visiting the Pistil Consortia website, connecting on LinkedIn, or emailing him directly at david@pistilconsortia.com. This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

    42 min

  3. FEB 24

    Episode 442: Mark Rosenzweig talks about integrity, transparency, and collaboration, stirring imagination, and being an operations nerd

    Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Leading a team can feel like a roller coaster. From big climbs and sudden drops, there are moments where you wonder why you got on the ride in the first place. Matt Heller, Founder of Performance Optimist Consulting helps leaders and teams stay focused and performing at their best. Through engaging keynotes, hands-on workshops, and practical coaching, we turn fear into confidence and discomfort into momentum. This means fewer breakdowns and more breakthroughs. If your organization is ready to start building real forward motion, it’s time to take action and make better performance and growth your main attraction. Visit performanceoptimist.com/attractionpros for an exclusive offer! Mark Rosenzweig is the Principal and Chief Business Officer of 3dxScenic. After getting his start in park operations and park services at Michigan’s Adventure, Mark moved into sales and marketing roles at Zamperla and Ride Entertainment, including leading the SkyCoaster division. In 2020, he joined 3dxScenic in the Cincinnati area, and in December 2023 he became co-owner alongside longtime team member Matt Waldenmeyer. Today, 3dxScenic designs and fabricates themed environments, signage, facades, parade floats, and iconic photo-op pieces for parks and attractions. In this interview, Mark talks about integrity, transparency, and collaboration, stirring imagination, and being an operations nerd. Integrity, transparency, and collaboration “We have three pillars that we believe 150% in. Those are collaboration, integrity, and transparency.” Mark frames these as more than values on a wall. They shape how 3dxScenic sells, scopes, schedules, and delivers work. He explains that integrity and transparency mean being upfront about what’s possible, what will be subcontracted, and what the realistic timeline and bandwidth look like, with a focus on avoiding surprises. Collaboration is the lever that makes the work better, whether it’s aligning early on how a piece will live in the environment, or leaning on operators and mid-level leaders who will ultimately execute the day-to-day. He also emphasizes these pillars internally. From how ownership communicates with team members to how departments coordinate workflow, he sees consistency between culture and output as a requirement for sustainable growth and repeat partnerships. Stirring imagination “It’s not always easy to sell abstract decor to someone that, say, is in finance.” Mark describes scenic work as an abstract product that often requires helping clients visualize ROI differently. A sculpture may not directly sell tickets, but it can become an iconic, repeatable photo moment that drives sharing, tradition, and brand memory. He points to examples like oversized entry pieces and themed elements that communicate what a park experience feels like before a guest ever rides anything. He also walks through how ideas become reality, using projects like Holiday World’s Good Gravy as a case study in creative back-and-forth, story building, and delivering pieces that can even turn into merchandise. For Mark, the win is when theming supports the story, creates emotional connection, and provides both guest delight and practical marketing value. Being an operations nerd “I’m an operations nerd at heart.” Mark’s early-career curiosity shows up in how he talks about labor, workflow, and execution. He credits his time in park services, ride ops, and other frontline roles with giving him empathy for how systems actually run, and why it matters to learn by doing. That mindset carries into fabrication, where one late step can cascade into multiple downstream delays. The “ops nerd” lens also shows up in the company’s recent move into a new 30,000 square foot facility. Mark shares how they let departments help dictate the shop layout, aiming for smoother phase-to-phase movement, fewer bottlenecks, and better long-term scalability as they take on larger and more complex projects.   To learn more about 3dxScenic, visit 3dxscenic.com and find them on Facebook, Instagram, and LinkedIn. You can reach Mark directly at markr@3dxscenic.com.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

    47 min

  4. FEB 17

    Episode 441: Matt and Josh share their best presentation and public speaking tips

    Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Leading a team can feel like a roller coaster. From big climbs and sudden drops, there are moments where you wonder why you got on the ride in the first place. Matt Heller, Founder of Performance Optimist Consulting helps leaders and teams stay focused and performing at their best. Through engaging keynotes, hands-on workshops, and practical coaching, we turn fear into confidence and discomfort into momentum. This means fewer breakdowns and more breakthroughs. If your organization is ready to start building real forward motion, it’s time to take action and make better performance and growth your main attraction. Visit performanceoptimist.com/attractionpros for an exclusive offer! Speaking at conferences can feel intimidating, especially when you are trying to balance confidence, content, and stage presence all at once. To ease the nerves, it’s helpful to break it down into practical habits that make presenting feel more natural and more effective, from how you build your material to how you connect with the room in real time. In this episode, Matt and Josh talk about professional and public speaking tips for conferences and presentations. Start with the story, not the slides “Build your presentation in your head before you build your slide deck.” Josh explains that the clearest presentations start as a full talk you can deliver without visuals. When you lead with the message first, the slides become supporting cues instead of a script. That approach helps you avoid “death by PowerPoint” and keeps you in control of pacing, transitions, and energy. Edit for focus and learning goals “It’s editing in your mind that really needs to be in that presentation.” Matt emphasizes that a great presentation is often a smaller, sharper version of your first draft. Whether it is cutting extra content, trimming stories, or removing activities that do not connect back to the point, editing keeps the session aligned to what the audience is there to learn. They also highlight how conference submission learning goals can force useful clarity. Prepare and rehearse without sounding robotic “Prepare, prepare, rehearse, rehearse, but don't memorize.” Matt shares a rehearsal process that builds comfort through repetition while still leaving room to adapt in the moment. Josh adds that this flexibility improves the dynamic with the audience because you are not thrown off by a question or an unexpected turn. Make it a conversation with the room “I want this to be an interchange. I want this to be a conversation.” Both hosts push back on the idea of “giving a talk” as a one-way download of information. Josh advocates getting the audience talking early and often, which creates rhythm, raises energy, and removes the invisible barrier between stage and seats. Matt adds that it sets expectations that attendees will participate, not just sit back and watch. Use nerves as fuel and build confidence over time “Use your nervousness to your advantage.” Matt frames nervousness as energy you can harness, not a sign you are unqualified. One tactic he uses is talking to attendees as they enter so the session feels like it has already started. Josh reinforces that reps create confidence, and confidence becomes contagious once you step up to present. Create memorable a-ha moments and stay authentic “Stack as many a-ha moments as possible.” Josh explains how “spiky” anchor statements, supported by research and relatable examples, can spark light bulb moments that stick after the session ends. Matt adds that your style does not have to be high energy to be powerful. The goal is authenticity, whether you are animated or quiet and steady, and using humor only when it fits who you are. Keep it simple, plan for hiccups, and stay steady “Keep it simple and also have a backup plan.” Matt warns against overcomplicated decks and tech-heavy presentations that can fail in unfamiliar setups. Josh agrees and adds that problems will happen, from clickers to microphones, and the best move is to stay calm, adapt, and keep the room with you.   What are the best speaking lessons that have helped you feel more confident on stage? Keep the conversation going by sharing on social media or reaching out directly. This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

    48 min

  5. FEB 10

    Episode 440: Melissa Lockwood talks boots on the ground, being comfortable being uncomfortable, and operating a luxury waterpark

    Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Leading a team can feel like a roller coaster—big climbs, sudden drops, and moments where you wonder why you got on the ride in the first place. Matt Heller, founder of Performance Optimist Consulting helps leaders and teams stay focused and performing at their best. Through engaging keynotes, hands-on workshops, and practical coaching, we turn fear into confidence and discomfort into momentum. This means fewer breakdowns and more breakthroughs. If your organization is ready to start building real forward motion, it’s time to take action and make better performance and growth your main attraction. Visit performanceoptimist.com/attractionpros for an exclusive offer! Melissa Lockwood is the General Manager of Baha Bay at Baha Mar Resort. Growing up in central Missouri, she got her start as a teenage lifeguard and worked her way into municipal parks and recreation leadership before taking a leap into international water park operations. That decision led her to open and operate major projects abroad, including seven years on Yas Island in Abu Dhabi, and then a move to Nassau in 2019 to help open Baha Bay, the 15-acre resort water park on the same property as Baha Mar’s Rosewood, Grand Hyatt, and SLS hotels. In this interview, Melissa talks about boots on the ground, being comfortable being uncomfortable, and operating a luxury waterpark. Boots on the ground “Be boots on the ground management by walking around, and just being able to interact with our guests as well.” Melissa’s leadership style is rooted in showing up where the work is happening, especially during peak periods. During the holiday rush, her routine centers on briefings, checking in with teams, and spending most of the day circulating throughout the park and resort pools. That presence is not performative. She wants team members to know she’s there to support them, and she wants to hear guest feedback directly, in real time, so improvements can be made faster. That mindset connects to her earliest days in the industry, when she did everything in a municipal setting, from cleaning restrooms to selling concessions. Those experiences shaped a servant leadership approach where she avoids asking anyone to do something she is not willing to do herself. For Melissa, morale and operational consistency are built in the trenches, side by side with the team. Being comfortable being uncomfortable “Sometimes, you've got to be comfortable being uncomfortable.” Melissa describes her career as a series of intentional stretches. Moving abroad “sight unseen,” navigating language barriers, and leading teams with wide-ranging backgrounds all required patience, humility, and a willingness to learn in public. Her takeaway is that discomfort is not a warning sign, it’s often a growth signal, especially for emerging leaders who are encountering challenges like upset guests, unfamiliar policies, or communication gaps for the first time. She coaches her team to keep perspective when situations feel hard. Her reminder is simple: it is temporary, and the comfort zone expands through repetition. She reframes growth as progress toward proficiency, not perfection. Over time, those once-intimidating moments become more natural, and she loves seeing team members make that shift and then turn around and train the next wave. Operating a luxury waterpark “We are a 15-acre luxury water park, which is a little bit of a tricky thing to piece together.” Baha Bay is both a resort amenity and a destination that sells day passes, which creates a unique operational balance. Melissa explains that “luxury” is not just a label, it’s reflected in design details like landscaping, finishings, and elevated cabanas that feel like permanent structures rather than temporary setups. The goal is alignment with Baha Mar’s broader brand promise as a high-end resort experience. Luxury also shows up in service expectations and consistency. Whether guests arrive from Rosewood, Grand Hyatt, SLS, a cruise ship, or an Airbnb, Melissa emphasizes that everyone deserves the same high-level experience. Her team uses shared core values across resort services to meet those expectations, and she reinforces the standard from onboarding forward. The challenge, as she puts it, is sustaining that grand-opening energy year after year, which she tackles through daily briefings, ongoing training, and recognition programs like the park’s Elevation Awards. Melissa invites listeners to connect with her on LinkedIn. To learn more about the water park and resort, visit bahabay.com and bahamar.com.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

    49 min

  6. FEB 3

    Episode 439: Mike Denninger talks about attraction development, leadership as an introvert, and project management

    Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning. Leading a team can feel like a roller coaster—big climbs, sudden drops, and moments where you wonder why you got on the ride in the first place. Matt Heller, founder of Performance Optimist Consulting helps leaders and teams stay focused and performing at their best. Through engaging keynotes, hands-on workshops, and practical coaching, we turn fear into confidence and discomfort into momentum. This means fewer breakdowns and more breakthroughs. If your organization is ready to start building real forward motion, it’s time to take action and make better performance and growth your main attraction. Visit performanceoptimist.com/attractionpros for an exclusive offer! Mike Denninger is the Founder of Denninger Development. With more than three decades in the attractions industry, Mike’s career spans frontline operations, engineering, executive leadership, and global attraction development. He began at Cypress Gardens, rose through design and engineering roles at Busch Gardens and SeaWorld Parks and Entertainment, and ultimately led large-scale capital and attraction development initiatives across multiple parks worldwide. Today, his consulting work supports owners, operators, and suppliers navigating complex projects. In this interview, Mike talks about attraction development, leadership as an introvert, and project management. Attraction development “Attraction development: it’s the stuff that dreams are made of.” Mike frames attraction development as both a privilege and a responsibility. While the work is creative and inspiring, he emphasizes that it is still demanding, deadline-driven, and rooted in financial realities. From early concept and blue-sky ideation to design, fabrication, construction, and opening day, every attraction follows a disciplined process. He explains that even the most imaginative ideas must operate within scope, schedule, and budget, and that success often comes from making smart trade-offs without losing the heart of the experience. Drawing from decades of experience, Mike highlights that attraction development is rarely glamorous behind the scenes. Projects face technical challenges, shifting priorities, and intense pressure to meet fixed opening dates. Yet it is often within these constraints that the most innovative solutions emerge. For Mike, the balance of creativity, rigor, and perseverance defines what makes attraction development both challenging and deeply rewarding. Leadership as an introvert “Generally speaking, I’m an introvert.” Mike openly shares that he leads as an introvert, challenging the assumption that leadership requires constant visibility or dominating conversations. He explains that listening is a critical leadership skill, particularly at the executive level, and that speaking thoughtfully and intentionally often carries more weight than filling silence. His leadership philosophy centers on respect, treating people the way you would want to be treated, and creating space for others to contribute. He also offers reassurance to introverted professionals who may question whether leadership is for them. Mike stresses that organizations need all personality types and that effective leadership does not require seeking the spotlight. By focusing on what you know, speaking up when it truly matters, and trusting your perspective, introverted leaders can provide clarity, stability, and thoughtful decision-making in complex environments. Project management “A small project or big project, a project’s a project.” Mike describes project management as the connective tissue of attraction development. Regardless of size, every project demands structure, coordination, and accountability. He outlines a consistent development framework that applies to rides, retail, food and beverage, and infrastructure, noting that smaller projects can sometimes require more effort per dollar than major attractions. What matters most is disciplined execution and attention to detail. He also emphasizes the human side of project management. Successful projects depend on aligning diverse stakeholders, managing competing priorities, and making tough decisions when scope, schedule, and budget collide. For Mike, strong project management blends technical expertise with leadership, communication, and the ability to guide teams through uncertainty while keeping the end goal in sight.   Mike shared how to stay connected. He can be found on LinkedIn, and more information about his work is available at www.denningerdevelopment.com. He also welcomes direct outreach via email at mike@denningerdevelopment.com. This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

    53 min

  7. JAN 27

    Episode 438: Loren Barrows talks about helping people become better, common sense and hiring for culture

    Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Every year, millions of attraction visitors lose hours in line instead of making memories. Since its inception, accesso’s virtual queuing has saved more than 4.5 billion minutes of wait time, freeing guests to pack their day with more rides, eats, and excitement. The result? Happier guests who spend more and a better bottom line for you. Ready to turn waits into wins? Visit accesso.com/ROIClinic. The queues are virtual. The results are real. Loren Barrows is the CEO of Alcorn McBride. With a business background that includes customer service, project management, and personal development training, she found her way into themed entertainment after moving to Florida and pursuing a company whose values matched her own. She shares how she joined Alcorn McBride, why the company engineers audio, video, and show control for reliability and uptime, and how its people-first philosophy is tied directly to long-term business success. In this interview, Loren talks about helping people become better, common sense, and hiring for culture. Helping people become better “While they’re there to help you with your business, you’re also there to help them with life.” Loren explains that many careers overemphasize the “what” of work and underinvest in the “how” of being human while doing it. She’s drawn to the skills that help people show up better day-to-day, like perspective, listening, and prioritizing what matters when life is happening around you. She also frames leadership as a two-way responsibility: businesses rely on people to run well, but leaders should also recognize the full person behind the job title. That mindset shaped her early work in personal development and continues to influence how she leads, coaches, and builds an environment where people can thrive professionally without ignoring real life. Common sense “The thing that I like the most about Steve and his philosophy when it comes to Alcorn McBride, is he does everything based on common sense.” Loren describes “common sense” at Alcorn McBride as removing unnecessary friction and trusting adults to do great work. Instead of burying people under rigid rules, she highlights a practical, human approach: if something goes wrong, fix it; if life happens, respond like a human, not a policy manual. That same thinking shows up in how the company supports customers: engineer for reliability, reduce downtime, and avoid avoidable complexity. The goal is simple: make the work easier for both the internal team and the people building guest-facing experiences, because stress doesn’t stay at work, it follows people home. Hiring for culture “We hire for culture fit.” Loren says protecting culture starts with who you bring into it. At Alcorn McBride, they’d rather hire for the “how” and train the “what,” then validate technical skills while making sure the person aligns with the team’s curiosity, care, and personality. She shares that their process is intentionally personal: candidates spend time with the broader team in relaxed settings, and the hiring team watches how someone reacts when the room inevitably turns playful. For Loren, culture fit is often revealed in those small human moments, not just in polished interview answers.   Loren can be reached at loren@alcorn.com. She also notes their team is open to conversations, mentorship, and connections, and encourages listeners to reach out to learn more about Alcorn McBride and the work they do. This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

    45 min

  8. JAN 20

    Episode 437: Clay Talley talks about intentional world-class experiences, vision-first, and staff as sherpa

    Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Every year, millions of attraction visitors lose hours in line instead of making memories. Since its inception, accesso’s virtual queuing has saved more than 4.5 billion minutes of wait time, freeing guests to pack their day with more rides, eats, and excitement. The result? Happier guests who spend more and a better bottom line for you. Ready to turn waits into wins? Visit accesso.com/ROIClinic. The queues are virtual. The results are real. Clay Talley is the founder of CX Immersive. He shares how his career began in water parks, expanded through the Disney College Program as a Jungle Cruise skipper, and evolved into building and implementing cohesive guest experiences across immersive projects like The Void, Ballast VR, and more. Today, he supports operators and visionaries as an implementation specialist, bridging silos like marketing, operations, and revenue so the experience feels consistent from the website to the exit gate. In this interview, Clay talks about intentional world-class experiences, vision-first, and staff as sherpa. Intentional world-class experiences “I think world-class means intentionality. What are you intentionally creating for that guest?” Clay frames “world-class” as doing things on purpose, not by accident. He explains how teams can unintentionally become reactionary, building policies around one-off situations, and how that mindset can waste effort and muddy the experience. His goal is to move organizations toward proactive design, where decisions are guided by what will reliably serve most guests, not edge cases. He also emphasizes that intentionality shows up in practical details. From simplifying ticket sales on mobile, to designing guest flow, to using elements like staffing placement and sensory cues, he sees “world-class” as repeatable, scalable, and aligned across touchpoints, while still supporting revenue, branding, and operations. Vision-first “Before I make any strategies or the plan we’re going to do, I want to understand where are they at, what do they want to do, and where is that delta?” Clay explains that a strong guest experience starts by clarifying what the organization is trying to create, then aligning people and processes around it. In his fractional CXO approach, he begins by learning the current state, understanding the desired future, and identifying the gap. He shadows leaders, observes the operation firsthand, reviews documentation, and pressure-tests the journey like a guest would, including the digital path to purchase. From there, he prioritizes low-hanging fruit that builds momentum and sustainability. The vision becomes the anchor, and the work becomes translating that vision into what guests and staff actually see, feel, and do each day, in ways that are realistic for the business to maintain. Staff as a sherpa “They’re the sherpa of the experience, where they’re climbing this mountain and they, you know, create this experience.” Clay describes a balancing act between technology and people. He wants technology to handle what guests can do on their own, freeing staff to focus on what only humans can do, especially solving problems and creating connections in key moments. In his view, the worst scenario is pushing guests into impersonal systems when they need help, while staff are stuck in roles that don’t allow them to truly guide the experience. The sherpa metaphor becomes a standard for frontline purpose. Staff are not just performing tasks; they’re guiding guests through the journey, noticing pinch points, stepping in with confidence, and making the experience feel cared for, consistent, and memorable.   Clay welcomes connection requests and DMs on LinkedIn, and you can email him at clay@CXimmersive.com. To learn more, connect with him on LinkedIn and follow CX Immersive through his outreach there. This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

    43 min
See All (100)

5
out of 5
23 Ratings

About

AttractionPros brings you into the room with the top leaders, executives, and influencers in the attractions industry, to gain the widest possible perspective of all areas of the industry. Most people are only exposed to the practices of their own organization without seeing how the rest of the industry operates. By following AttractionPros, you will gain the skills and knowledge needed to succeed and learn from the best of the best, whether you are the CEO or just beginning your career.

Information

  • Creator
    AttractionPros
  • Years Active
    2017 - 2026
  • Episodes
    100
  • Rating
    Clean
  • Copyright
    © Copyright 2017 . All rights reserved.
  • Show Website
    AttractionPros Podcast

You Might Also Like